Create an HR case in non-scoped HR

Create an HR case in non-scoped HR

Create an HR case in non-scoped HR

HR agents can create HR cases for employees, for example, if an employee calls with a
question that must be investigated, in the non-scoped version of HR. Typically, employees
use the HR Service Portal to create HR cases for themselves by submitting a request through
the HR Service Portal or Catalog.

Before you begin

Role required: hr_basic or hr_case_writer

About this task

HR agents can create a new HR case using the Create New Case form. The HR agent can
select a category to create standard tasks for each type of case.

Procedure

Navigate to HR
• Case Management > Case Management > Create New Case.

The HR Case form opens. The workflow stages are listed across the top,
and the new case is in the Draft stage.

Complete the fields on the left side of the form.

Table 1. HR case fields

Field

Description

Number

The auto-assigned case ID number, which cannot be
changed.

Opened for

The user who needs HR assistance. Click the lookup icon
and select the user. The user's location and department
information is filled in automatically if it is known.

If
you are creating an onboarding case, the user is not yet
in the system. Leave this field blank and select the
Onboarding
category.

Location

The geographical location of the user associated with the
case.

Department

The department of the user associated with the case.

If
you select the department, the
Manager field is populated if
there is an assigned department head.

Category

The category of the HR case. By selecting the category,
you can save the new case and initiate the auto-assignment
process, if one is available.

(Optional)
If you selected the Onboarding category, enter the
user's name and email address in the Create Onboarding User dialog.

Enter a short description.

As you enter the short description, a list of knowledge articles matching
words you type appears below the notes section. You can preview the articles to
determine whether the caller's question is answered.

Right-click the form header and click Save.

When the new case is auto-assigned, the workflow stage and
State fields move to Assigned.
The Assignment group and Assigned
to fields are populated. You can change these fields if
necessary.

Knowledge articles that appeared when you entered the short
description are listed. There are two tabs; one showing articles that you
have access to, and one showing articles that the caller can access. These
may be different, for example, if you are located in the U.S. and the caller
is located in Mexico and there are different articles for each country's
holiday schedule.

To preview and attach a knowledge article to the case, complete the following
steps.

Click Preview next to an article.

If you know the article contains the information you need without
previewing it, click Attach next to the
article.

The article opens in a pop-up window. Click the up or down arrow
to review the previous or next article. Click (X) to close the
window.

To attach the article, click Attach to HR
Case.

The article content is copied into the Activity
field. After you update the case, the article appears in the Attached
Knowledge related list.

Complete the form.

Table 2. HR case fields

Field

Description

State

The state of the case.

Priority

The precedence of the case, based on the category and
whether the employee is a VIP.

Opened

The date and time the case is opened.

Opened by

The user creating the record.

Assignment group

The group the record is assigned to. If the group is not
set automatically, assign an HR group to provide a selection
of HR users in the Assigned to field.
Assignment groups are restricted to those groups with a type
of human_resources.

Assigned to

The user assigned to work on this case. If the user is
not auto-assigned, click the lookup icon to select a user
who is a member of the selected assignment group.

Watch list

The list of users who receive notifications regarding
this case. Click the lock icon to add users. Click the add
me icon to include yourself.

Skills

The required skills of the person assigned to this
category of HR case.

Short description

A brief description of the case. A default value appears
if you selected a category.

Description

A longer, more detailed description of the case.

Work notes or additional comments

Additional information about the case. Click
Work notes to add it as an
internal work note. Enter the information and click
Additional comments if you want
the user to see it.

(Optional)
Depending on the case category, HR profile fields may appear. Enter any new or
changed profile information for the user.

(Optional)
Click an option under Related Links to add tasks,
employment history, or emergency contacts, or to see the caller's organization
chart.

Click Update.

Result

After the HR case is created, a service level agreement (SLA) is applied to track
its progress. SLAs define the duration of time it takes to close an HR case. By default,
HR onboarding and offboarding cases are set to two days, and other HR cases are set to
four hours. The SLA can be suspended, for example, if the HR agent has to contact a
vendor to obtain the information and the vendor is not immediately available.